INSIDE SALES REPRESENTATIVE
Job Model Job Summary The Non-National Inside Sales Account Representative is responsible for retaining and growing customer business using telephone. He or she uses available resources to learn the customers’ business and identify business needs, and then proactively contacts customers to position UPS products and services to meet those needs. He or she is responsible for prioritizing customer opportunities and focusing attention on accounts with the greatest opportunity and likelihood of success. He or she creates contacts, answers customer questions as required to support customer business, and monitors contractual compliance. This position reports directly to the Inside Sales Account Supervisor.
Job Duties Duty Name/Description Performs Pre-Call Customer Research and Sales Strategy Development
■ Uses sales tools (e.g., Total Enterprise Account Management System (TEAMS), Customer Volume Behavior Analysis Tracking (CVBAT)) and marketing resources to research customer businesses and past customer contact in order to identify new business opportunities, areas where business may have been lost, and opportunities for retaining existing customers, and then prioritizes accounts based on customer research.
■ Develops account sales and pricing strategies based on customer research in preparation for customer calls. Identifies Customer Business Needs During Sales Calls
■ Contacts customers via the telephone for 500 customer sites with an estimated annual transportation spend of $10,000 to $30,000 to identify customer business needs, sell additional products and services, and retain current business.
■ Uses questioning techniques to learn about customer business and industry, customer go-to-market strategy, customer corporate structure, and customer shipping or other UPS service needs to identify how to best meet the customer’s transportation needs.
■ Identifies key decision makers in customer organizations and develops relationships with these individuals in order to facilitate sales opportunities. Addresses Customers’ Business Needs
■ Uses knowledge of customer business to demonstrate to the customer how UPS products and services can support and help customers’ achieve their business objectives.
■ Follows up on sales leads identified in customer calls and through TEAMS to bring prospective sales to closure. Manages Accounts and Resolving Customer Issues
■ Responds to customer questions, complaints, and inquiries in a timely, accurate manner to assist in meeting customer needs. ■ Maintain strong relationships with customers by assisting customers and acting as an advocate in resolving service issues (e.g., claims and damages) when they encounter problems going through the normal service channel. .
■ Educates customers to use existing service channels and redirect service issues when appropriate to expedite the resolution of service-related issues. Coordinates Efforts with Other UPS Sales Functions
■ Turns in sales leads to appropriate group(s) by entering leads into TEAMS in order to coordinate effectively between Inside and External Sales so that business opportunities are maximized.
■ Coordinates with the District Sales Team on sales strategies when the size of the customer exceeds 30k in annual core package spend to ensure adequate coverage and maximize business potential.
■ Works with District sales personnel (e.g., administrative, revenue recovery, billing, and accounts receivable personnel) via telephone to address customer needs and increase revenue. Stays Current with UPS and Competitor Products and Services
■ Maintains up-to-date knowledge of UPS products and services and uses this knowledge in generating sales solutions that meet customer needs.
■ Researches competitor strategies, capabilities, and pricing patterns through using sales tools and marketing information, and questioning customers to identify ways to position UPS products advantageously in comparison to competitors. Ensures Contractual Compliance/Securing New Contracts
■ Reviews customers’ shipping practices to ensure contractual compliance with stated terms (e.g., shipping volume being met, packaging) and contacts the customer if they are not in compliance with the contract.
■ Uses the TEAMS sales tool to determine appropriate customer discounts and uses this information to write new contracts that meet customer’s shipping needs and make good business sense for UPS and has them approved by the Inside Sales Account Supervisor. Completes Administrative Tasks/Documentation
■ Records and/or updates all account activity in sales tools (i.e., call notes, billing updates) to ensure customer information and interactions are accurately documented to aid in future conversations.
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